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New Improvements On Tap for Water Services’ Customers

Posted on July 10, 2013

(Kansas City, Mo.) – The City of Kansas City, Mo., Water Services Department (Water Services) is focused on providing quality products and an excellent customer experience today, while preparing for the water needs of the next generation. As part of that commitment, Water Services recently implemented a number of new customer-focused enhancements: a website, customer newsletter, and an easy-to-read monthly billing statement.

“Water Services is committed to delivering high quality customer service,” said Water Services Director Terry Leeds. “We recognize that our customers prefer to interact with us in a variety of ways: online, by phone, or in person. It is our goal to deliver friendly, knowledgeable, and helpful service at every interaction.”

A new website, located at, helps customers more easily manage their accounts, find timely and helpful service-related notifications, find out about construction projects taking place in their neighborhoods, learn about their high-quality tap water, and contact and interact with Water Services. Water Services previously had a web page, but customers indicated the page was difficult to find, not very user-friendly, and not helpful when compared to other local area utilities. Customers can now service their accounts anytime, anywhere. Through the website, customers can:

  • Register their account online;
  • Review and pay bills;
  • Download previous statements;
  • Register for e-billing / go paperless;
  • View water consumption;
  • Receive high water use notifications;
  • Register for automatic bank draft;
  • Start, stop, or transfer water service;
  • Update account information;
  • Report a service issue; and
  • Ask a billing question.

A new customer-focused newsletter, What’s On Tap?, is now sent to customers every other month as a bill insert. What’s On Tap? will highlight the many customer-focused changes and improvements taking place at Water Services, as well as the investment Water Services is making in Kansas City’s infrastructure in order to provide safe, high-quality, and reliable water, wastewater, and stormwater services, enhancing the quality of life and improving Kansas City, for generations to come. The May and July editions of What’s On Tap? can be found here.

This month customers will notice that the monthly billing statement has been updated and improved to make it easier to read while also providing more information at a glance. Featuring improved graphics, charts, and other useful information, this is the first such update since 2008. Customers will receive a helpful bill insert entitled “Your Statement Has a New Look,” which outlines and describes the various aspects the new billing statement.

In addition to the new website, Water Services’ Customer Service Representatives are available to directly assist customers with service and billing questions by phone or in person five days a week. Specific hours and locations can be found here. Internal Customer Service improvements such as improved training and hiring processes, and enhanced phone systems mean that customers who prefer to interact directly with Customer Service Representatives now experience shorter wait-times, and, in most cases, receive resolution to their specific issues with a single phone call or visit.

For more information, please contact Jennifer Kincaid, Media Relations Coordinator, at or 816.513.0284.


KC Water maintains and operates water treatment and distribution systems, stormwater management systems, and wastewater collection and treatment systems for residential and business customers in Kansas City and for wholesale customers in the Kansas City area. KC Water is primarily funded by fees charged to customers based on their use or impacts on the three utility systems.

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